The life of a contact center representative can be a stressful one. Their day is defined by dealing with customer issues and complaints, and burnout becomes a real issue to be dealt with.

The contact center industry is a tough one. It can sometimes feel like an endless weight with no upside. Stressful days, high standards and wildly high turnover plague the industry. But does it really...

Everyone is obsessing over the perfect customer experience — and for good reason. The customer has always been king, but it is now more apparent than ever. The changing tides of customer service has f...

Artificial intelligence scares most people in the support center industry. We understand the fear as many wonder if it will take over the human element that has traditionally been needed to implement ...

The contact center industry has one of the toughest retention success rates. It's tough and often thankless work and empathy reserves run dry after hearing complaints day in and day out, which is why ...

Silos often live in larger companies or those that have grown quickly and haven't been able to make agile operational decisions. It’s a fairly common problem that starts as a small symptom like office...

Getting into the heads of your customers is an interesting challenge. Even those at the highest entrepreneurial tier are asking themselves: